Currys - distance selling on opened computer monitor bought via Paypal

Bricksby

Hi all,

Hoping you can help. I've looked at some similar topics but they're all fairly old and not sure if they capture the whole nuance of what I've got going on here.

I purchased a computer monitor from Curry's, completely online and used PayPal to pay for it. I received it today and I'm not happy with it, the picture quality is not as good as I had hoped, so I want to return it. I can't post a link to the policy as I've not been here long enough but if you go onto their site you can find it in the links at the bottom.

The policy states that they don't accept items that have been opened and used, however my understanding is that due to distance selling regulations they are obligated to refund me, though they may reduce the refund to account for repackaging and so on. The other issue is that their returns page states that items purchased using PayPal can only be refunded in gift vouchers or exchange.

I've opened up an online ticket to sort the return (although the form was very simple, just asked why I wanted to return it from a drop down (to which I answered 'changed my mind' instead of the 'it came damaged' options) and all it said was that they'd be in contact with their decision. This has me slightly worried as I didn't have a chance to fully explain the situation and I don't want them to organise a pickup only for me to return it and then they try to tell me they can't refund me because it's opened/used.

So my questions are as follows:
1. Do Curry's have to provide me a refund, as this was an online purchase that was delivered?
2. Am I able to get a monetary refund instead of vouchers / exchange, despite having used PayPal?
3. Is there another avenue besides the 'Request a return or exchange for a small item purchased online' ticket I have opened that I should explore to get a better result from this? Shall I just wait and see what they say?

Many thanks!

Aylesbury_Duck

1. Yes, because it was a distance sale and it sounds as if you've done nothing more than reasonable handling to ensure suitability.
2. No, because refunds are normally method for method.  They should refund your Paypal account.
3. Just wait and see.  The reason you chose is genuine and permitted.

DoaM

Did you pay via card linked to your Paypal account, rather than paying with Paypal credit? The refund (as a minimum) should be credited back to your Paypal account, whereupon you can pay it back to your card/bank via Paypal. You do not have to accept Currys vouchers for the refund.

Bricksby

Thanks for the replies both. I got an email through just giving me a collection slot. I expect they'd collect it and then let me know if there were a problem, but if anyone has experience with this your insight would be appreciated!

I paid using a card linked to PayPal, yes. I will insist on money if they try to tell me they can only give vouchers. Is there any legislation etc on this matter that I can refer to if need be?

Thanks!

DoaM

Check the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

theonlywayisup

Buyer protection on Paypal allows a buyer to open a case for significantly not as described (SNAD) within 180 days of purchase.

A SNAD can be 'not working on first use' for example, it isn't in any way a warranty. 

If you are saying the picture quality was faulty/poor on first use then you have a claim.  

Is this what you are saying?

Bricksby

I wouldn't say the quality was faulty, it just didn't look as good as I thought it would. Would that still count?

88888888

Bricksby said:

Hi all,

Hoping you can help. I've looked at some similar topics but they're all fairly old and not sure if they capture the whole nuance of what I've got going on here.

I purchased a computer monitor from Curry's, completely online and used PayPal to pay for it. I received it today and I'm not happy with it, the picture quality is not as good as I had hoped, so I want to return it. I can't post a link to the policy as I've not been here long enough but if you go onto their site you can find it in the links at the bottom.

The policy states that they don't accept items that have been opened and used, however my understanding is that due to distance selling regulations they are obligated to refund me, though they may reduce the refund to account for repackaging and so on. The other issue is that their returns page states that items purchased using PayPal can only be refunded in gift vouchers or exchange.

I've opened up an online ticket to sort the return (although the form was very simple, just asked why I wanted to return it from a drop down (to which I answered 'changed my mind' instead of the 'it came damaged' options) and all it said was that they'd be in contact with their decision. This has me slightly worried as I didn't have a chance to fully explain the situation and I don't want them to organise a pickup only for me to return it and then they try to tell me they can't refund me because it's opened/used.

So my questions are as follows:
1. Do Curry's have to provide me a refund, as this was an online purchase that was delivered?
2. Am I able to get a monetary refund instead of vouchers / exchange, despite having used PayPal?
3. Is there another avenue besides the 'Request a return or exchange for a small item purchased online' ticket I have opened that I should explore to get a better result from this? Shall I just wait and see what they say?

Many thanks!

I think you've mis-read their terms and conditions.

The bit about refunding in gift vouchers or offering an exchange if you've paid with PayPal is ONLY if you wish to return an item to one of their stores. I presume this is because they don't have the means to process PayPal refunds in store.

If you require a refund back to your original payment method (PayPal), you simply need to call Currys PC World to arrange a return.

This practice is not uncommon when purchasing via PayPal at High Street names.

Bricksby

Hi all!

Thanks for the help and feedback, as it turns out I was jumping the gun as I got the refund with no squabbles or arguments. If nothing else, hopefully this thread can be a reassurance to people who look for a similar thing, as all the other threads seem to be about Curry's trying to get out of it!

Thanks again everyone!